Both are acting snappish to the customers because it’s tense. The customers feel threatened by surliness of the staff so they respond in a like manner. The Café feels more like a battle zone than place of refuge.
So my book, Reptiles on Caffeine, is about the fight or flight stress response; basically something everyone deals with in one way or another in life. I created my blog as an opportunity to discuss stress in the workplace & to laugh at reptilian behavior.